Une comparaison de Freshdesk vs Zendesk vs Messenger Bot

Freshdesk, Zendesk, and Messenger Bot are a few of the most popular customer service platforms out there. There is no one perfect solution that fits every business’s needs but each product has its own set of pros and cons.

These companies have seen significant growth in their customer base. Zendesk has over 3 million customers, Freshdesk now serves more than 200 thousand organizations, and Messenger Bot has 100 million active monthly users. Freshdesk, Zendesk, and Messenger Bot are all user-friendly software solutions that have proven to be of great assistance for customer service teams worldwide. This post will help you decide which platform is best for your company by examining what it can do, how much it costs, how to use it, and more!

Freshdesk vs Zendesk vs Messenger Bot

Freshdesk is a customer service software company that provides cloud-based solutions for multi-channel messaging and self-service engagement like social media, chatbots, email, phone/voicemail integration while Zendesk chat offers CRM (customer relationship management) solution for customer service and support for knowledge-based organizations with a focus on the social media. Messenger Bot is one of the newest ways to communicate through Facebook chatbots, an AI application that can answer questions or provide information to customers without needing them to go through a phone tree or website.

Is Freshdesk the same as Zendesk?

Freshdesk has a few similarities to Zendesk, but Freshdesk is quite different. Freshdesk has a much more user-friendly interface with colors and graphics for the dashboard. They also offer unlimited chat messages whereas Zendesk limits messages to five per month unless you pay for it as an add-on service. Freshdesk does not have a built-in messaging bot like Zendesk, but Freshdesk does offer integration with the Facebook Messenger bot that allows you to chat more easily with your customers.

Lequel est le meilleur : Zendesk ou Freshdesk ?

The difference between the two is that Freshdesk has not yet added Messenger Bot integration. Freshdesk also offers Zendesk competitors a chat interface for customer support, and the ability to add in e-commerce.

Zendesk is more of an all-inclusive service that integrates with other tools like Twitter and Slack as well as Facebook Messenger. They also have templates and cloning capabilities. Freshdesk is a more basic customer service system.

Zendesk chat has other features that Freshdesk does not offer like the ability to show an avatar of what somebody looks like, and the capability to add in unlimited agents.

Qu'est-ce qui est mieux que Zendesk ?

There are a few other apps that are better than Zendesk, and one of them is Messenger Bot. Messenger Bot has unique features that Zendesk, or even Freshdesk, don’t have.

Messenger Bot has a pretty good User Interface that is easy to understand. Zendesk and Freshdesk have very complicated UIs that sometimes can be confusing for the users. Second, Messenger Bot offers chatbot elements in its dashboard that allow you to send custom messages using pre-written phrases or even create your own phrases!

Is Freshdesk reliable?

Freshdesk is a reliable customer service software. Freshdesk provides both email and chat support, so you can keep in touch with customers at any time of the day or night right from your computer screen. Freshdesk has an easy-to-use User Interface that makes it possible for agents to manage their tasks efficiently. Freshdesk offers many different channels for customers to contact customer service, including email, webchat, and social media. Freshdesk offers a free trial that lasts 30 days for unlimited users.

Customer Service Team

The Service Team of all three Freshdesk, Zendesk, and Messenger Bot is quite expansive. Freshdesk has a service team of over 100 people in five different locations across the globe that are there to help with any issue you may have or need support from Freshdesk’s Service Team 24 hours a day. Zendesk, on the other hand, has a customer service team of over 1100 people in 13 different locations across the globe. This includes having a global 24-hour support hotline and an active online chat service for your convenience. Messenger Bot also has its own extensive service team, with 50+ service team members directly ready to help you out when you need them as well as round the clock availability anytime day or night.

Desk Software

The Help Desk Software of Messenger Bot is quite easy and intuitive to use. Freshdesk is just another software that has a lot of features, but it can be difficult at times for customers who are not tech-savvy. Zendesk provides a really good customer service experience with their chatbot feature–everything from answering simple questions or providing basic troubleshooting advice to booking a call with an agent and tracking customer interaction history.

Zendesk products are usually more expensive than Freshdesk. Their plans start at $20 per month and go up to $600+ per year for their corporate plan, with Freshdesk coming in much cheaper. Zendesk does offer a free 30 day trial of its premium features though if you are interested in testing it out before committing long-term.

Support Team

The customer support software of Freshdesk is an all-in-one customer service software with a powerful platform that helps you manage your conversations, content, and agents. Freshdesk combines the ease of use for customers with the power to deliver on their needs – whether they want help via email or webchat, need better insight from data through inbound chats or calls, or want to offer their customers self-service options. Freshdesk is a customer care software that incorporates chatbots into the system to better serve customers and agents. Messenger Bot’s customer support software is also the best among the three.

Freshdesk’s support agent performance can respond quickly and efficiently, adding more customer satisfaction. Freshdesks’ chatbot allows agents to spend less time on routine tasks like transferring calls or answering basic inquiries so they can focus on the most challenging interactions with customers.

The support staff of Messenger Bot can be contacted both by phone and chat. Freshdesk also offers a support team that is available 24/hours, but Messenger Bot has live chat with agents that are always available to help customers.

Reporting features in Freshdesk allow one to monitor a variety of data about chatbots, such as the number of chats or total hours spent on customer experience service for reporting capabilities. Freshdesks’ analytics also provides information that can be useful for managers and executives who want an overview of operations in their department.

Customer details are shared with Freshdesk when they are identified in a chat session. Freshdesk’s customer-service features, like the ability to clone and template conversations or manage an unlimited number of agents make it easier for businesses to build scalable customer service teams that can provide excellent support across all channels.

Ticket Management

Zendesk Ticket Management helps to route customer inquiries from the ground up. Zendesk has a robust ticket management system that allows for powerful filtering, searching, and escalation functions. Freshdesk also provides this type of functionality but without as much depth or sophistication in its search features. Messenger Bot is the most limited of all three, but it does have a record function to store dialogue with customers. Messenger Bot supports tickets by creating dedicated threads for the customer and adding them to an internal Zendesk instance. Freshdesk has their own ticket management system with a separate ticketing option which can be integrated into Freshdesk, but it is not as sophisticated or customizable as other options in this list.

The ticket center of Freshdesk is very attractive and easy to use. Freshdesk has a variety of different ways that tickets can be handled, but it cannot manage chats or emails in the same way as Zendesk or Messenger Bot – which are both more robust here.

Ticketing features in Freshdesk has a ticketing feature, Freshdesk handles tickets through Freshdesk’s own service instead of Zendesk.

Messenger Bot manages tickets through Freshdesk’s own service instead of Zendesk.

Messenger Bot and Freshdesk also include ticketing features, but Freshdesk handles tickets through Freshdesk’s own service instead of Zendesk.

Zendesk ticket has a variety of different ways that chats can be handled, which is not as robust here.

Dashboards

Freshdesk dashboard is very easy to use and is well organized. Freshdesk has a chatbot assistant that will guide you through the dashboard if needed. Messenger Bot has customizable dashboards that can be tailored to the user’s needs. Zendesk dashboard is also easy to use and very well organized but it does not have a chatbot assistant feature available yet. Freshdesk takes up less space on your machine than Messenger Bot or Zendesk which makes it easier for users with limited storage space. The best performance dashboard among the three is the Freshdesk dashboard.

Critical features in Messenger Bot’s dashboards are filters and charts. Freshdesk dashboards have a general chat window that is always on the upper right corner of the dashboard, Zendesk does not have any type of chat feature available.

Interface utilisateur

Freshdesk

The Freshdesk user interface is the most customizable and has many different tabs and functions that are easy to see on one page. The UI of Freshdesk offers a helpful sidebar that is always available and offers links to the most important features.

The UI of Freshdesk has many different options for displaying customer information and can be customized to different languages.

Freshdesk is the only platform that offers a customer service phone number for live support in addition to chatbots. Freshdesk also has many integrations with other popular channels like Facebook Messenger and Google Hangouts Chat, which makes it easier for customers who are already on these platforms to interact with Freshdesk.

Zendesk

Zendesk’s UI isn’t as customized but it does have a modern design that makes navigation easier. The Zendesk user interface is more streamlined, with a lot of its tabs automatically hidden when not in use so they don’t take up too much space on your screen.

Zendesk’s UI is more minimalistic and only displays the elements you need to see at that moment. It also has a lot of cool features baked in, like visualizations for common functions or monitoring your team’s availability with just one click.

Zendesk is perfect if you’re looking for something simple and easy to use. Zendesk may have fewer features than Freshdesk and Messenger Bot, but it’s still a very powerful customer service platform.

Messenger Bot

Messenger Bot’s UI has many to offer that both Zendesk and Freshdesk don’t offer. Messenger Bot is always being updated with new features, unlike the other two which have been stagnant for a while now. Message-wise, Messenger Bot has many chat elements that Freshdesk and Zendesk do not have: stickers, photos, gifs, video messages, etc.

Conclusion :

After evaluating the features of Freshdesk, Zendesk, and Messenger Bot, we found that each one has its own strengths when it comes to the user interface. If you are looking for a customer service software or chatbot that is easy-to-use and focuses on improving your customers’ experience while paying attention to detail in design – then Freshdesk would be best suited for you. Alternatively, if you want something with more complex functionality but still providing an excellent UI – then Zendesk might be better suited. Lastly, if you have no preference between design and function but need something quick without any fussing around then the Messenger bot is perfect!

Chatbot Elements

Freshdesk

Freshdesk offers a variety of chatbot elements. Freshdesk offers features such as CRM, live chat, and email to inform the customer about order status or shipment delivery information.

Live Chat: The team at Freshdesk does not allow customers to have a direct conversation with them if they’re chatting through the website due to privacy issues on both sides. However, they do allow customers to talk with customer service representatives through the chat on their app.

CRM: Freshdesk offers many features for users to create a relationship between themselves and those who purchase from them. One feature is called lead scoring which allows businesses to rank leads by how likely someone will be interested in purchasing from them based on their contact information, leads date of the purchase, and what items they’ve bought.

Order Status: Freshdesk allows customer service representatives to keep track of all active orders in one place which is accessible through either a desktop app or mobile device. This also includes giving customers an update on when their order will be shipped and its estimated delivery date.

Chatbot: Freshdesk has a feature called chatbots that allows users to have automated messages sent to them based on their purchase history. For example, if someone purchases from the company often, they may receive an offer for free shipping or earn points towards some other incentive.

Zendesk

Zendesk is one of the most popular customer service solutions for small and medium-sized businesses. It offers a comprehensive set of features to manage any type of request, from basic inquiries or requests to reports on bugs in an app. Zendesk offers three levels: Basic, Professional, and Enterprise.

Zendesk’s chatbot elements include an automated response, a “no thanks” button, and the ability to reply with pre-made answers.

Messenger Bot

Les chatbot elements are tab-based, and users can choose from a list of available channels. Facebook Messenger is the only channel that comes preloaded with bots, but developers can easily add other chat platforms to their bot by adding them in settings.

The messages are written as plain text or formatted HTML. Developers have access to certain commands for formatting like bolding titles, underlining links, or even adding GIFs.

The bot can’t send messages via email, SMS, etc., but developers have access to an analytics dashboard that tracks how many conversations a user is having with their Messenger Bot and what type of message they’re sending.

Messenger Bot’s Chatbot Elements offers:

• Tab-based UI
• Available Channels
• Messenger is an only preloaded channel, but developers can add other chat platforms to their bot by adding them in settings
• Modèles
• Optimization tools

Conclusion :

Il est clair que les chatbots sont l'avenir du service client, et il semble qu'il y aura une longue bataille pour la suprématie entre Freshdesk, Zendesk et Messenger Bot. Le gagnant devrait être déterminé par celui qui peut intégrer ses éléments de chatbot avec le plus de plateformes de messagerie pour créer une expérience tout-en-un pour les clients.

icône Messages

Freshdesk

Freshdesk offre une expérience de chat riche et interactive pour vos clients. Freshdesk inclut la possibilité d'envoyer (et de répondre) à des messages automatisés et de configurer des règles de déclenchement qui font des choses comme retourner automatiquement des articles ou offrir des réductions lorsque certaines conditions s'appliquent.

Les modèles de message permettent des réponses rapides de l'équipe et la fonction de recherche de Zendesk facilite la recherche de conversations passées avec un client.

Zendesk

Les fonctionnalités de chat de Zendesk incluent une recherche en texte intégral et la possibilité d'envoyer (et de répondre) à des messages automatisés, ainsi que de configurer des règles de déclenchement qui font des choses comme retourner automatiquement des articles ou offrir des réductions lorsque certaines conditions s'appliquent. Zendesk permet également des réponses rapides de l'équipe en fournissant une liste de messages récents qui sont stockés sous le statut actuel.

Les fonctionnalités de messagerie de Zendesk incluent des chats privés et de groupe. Les fonctionnalités de chat de Zendesk permettent également de partager du contenu avec les clients dans leurs conversations, y compris des images, des fichiers vidéo ou des liens.

Messenger Bot

Messenger Bot est un chatbot de Facebook Messenger qui permet aux entreprises d'interagir avec leurs clients. Messenger Bot n'est pas limité à un chat web, il est uniquement sur l'application Messenger et peut être utilisé depuis votre téléphone.

L'interface de messagerie de Messenger Bot est très similaire à l'interface de chat. Lorsque Messenger Bot pose une question, il se remplira automatiquement avec des réponses possibles à choisir.

La capacité de messages de Messenger Bot permet plusieurs liens et pièces jointes dans un seul message afin que vos clients puissent facilement répondre sans avoir à naviguer entre les messages.

Il permet également la messagerie instantanée, avec des chats en tête-à-tête et de groupe.

Conclusion :

Il est clair que les chatbots sont l'avenir du service client, et il semble qu'il y aura une longue bataille pour la suprématie entre Freshdesk, Zendesk et Messenger Bot. Le gagnant devrait être déterminé par celui qui peut intégrer ses éléments de chatbot avec le plus de plateformes de messagerie pour créer une expérience tout-en-un pour les clients.

Channels

Freshdesk

Freshdesk a le plus grand nombre de types de canaux sociaux multiples ; ils ont un support par e-mail, un support téléphonique, un support Twitter, une intégration de chatbot Skype, un support SMS ou de message texte depuis leur application mobile.

Zendesk

Les canaux multiples de Zendesk sont le support par e-mail, le support téléphonique, l'intégration de chatbot.

Messenger Bot

Messenger Bot n'a qu'un seul canal, qui est les messages texte via l'application Messenger.

Conclusion :

Freshdesk est le gagnant de ce round avec leurs canaux pour Zendesk et Messenger Bot. Ils ont un excellent produit qui est simple à utiliser, avec une large gamme de fonctionnalités adaptées à plusieurs types d'entreprises, et ils existent depuis des années donc vous savez que cela fonctionne bien.

Intégrations

Freshdesk

Freshdesk s'intègre avec MailChimp, Google Analytics, Zapier et Microsoft Exchange. Zendesk s'intègre avec Slack.

Les intégrations de Freshdesk avec MailChimp et Slack sont gratuites. Zendesk propose un certain nombre d'intégrations payantes, y compris l'intégration avec Salesforce et Microsoft Dynamics CRM.

Zendesk

Les intégrations de Zendesk disposent d'une plateforme qui offre un support par chat, e-mail et téléphone. Zendesk est un produit de service logiciel avec une console de gestion en ligne pour que les équipes à distance gèrent les interactions avec les clients à travers les différents canaux de communication.

Messenger Bot

Messenger Bot s'intègre avec Facebook Messenger, les messages directs Twitter, les fichiers et feuilles Google Drive, les images et vidéos Flickr, les documents et tableurs Dropbox, les builds Travis CI, les événements Google Calendar et les commits GitHub.

Les intégrations de Messenger Bot avec Facebook Messenger, les messages directs Twitter, les documents et tableurs Dropbox et les builds Travis CI sont gratuites.

Conclusion :

Avec des intégrations à Freshdesk, Zendesk et Messenger Bot, les plateformes constituent une solution de service client complète pour tous vos besoins. Nous pouvons vous aider à choisir laquelle de ces trois convient le mieux aux besoins de votre entreprise afin que vous puissiez reprendre le contrôle dès que possible.

Tarification

Freshdesk

Les plans tarifaires de Freshdesk dépendent du nombre d'agents, et chaque agent est facturé un tarif mensuel basé sur leur plan. Freshdesk propose de nombreux plans ainsi qu'un essai gratuit. Le plan Blossom commence à $15/agent/mois facturé annuellement. Le deuxième est le plan Garden à $35/agent/mois facturé annuellement. Le troisième est le plan Estate à $49/agent/mois facturé annuellement. Et enfin, il y a le plan Forest à $99/agent/mois facturé annuellement, et c'est le plus populaire parmi toutes les offres proposées. Si vous souhaitez choisir un plan et payer par agent/mois facturé mensuellement, alors les prix seraient différents.

Zendesk

Le modèle de tarification de Zendesk est basé sur le type d'équipe de support client ou d'organisation que vous avez et votre nombre total d'agents.

Le tarif de l'équipe Zendesk Suite commence à $49/agent/mois facturé annuellement. Le suivant est Suite Growth, qui commence à $79/agent/mois facturé annuellement. Et enfin, il y a le Suite Professional, à $99/agent/mois facturé annuellement, et c'est le plus populaire parmi les trois plans.

Messenger Bot

Messenger Bot s'intègre avec Facebook Messenger, les messages directs Twitter, les fichiers et feuilles Google Drive, les images et vidéos Flickr, les documents et tableurs Dropbox, les builds Travis CI, les événements Google Calendar et les commits GitHub.

Les intégrations de Messenger Bot avec Facebook Messenger, les messages directs Twitter, les documents et tableurs Dropbox et les builds Travis CI sont gratuites.

Conclusion :

On peut voir que Freshdesk, Zendesk et Messenger Bot sont tous d'excellents logiciels de service client. Freshdesk et Zendesk sont tous deux plus chers et conviennent mieux aux entreprises avec un budget plus élevé. Mais si vous avez un budget limité et recherchez un prix moins cher, alors Messenger Bot serait le meilleur choix !

Analytique

Freshdesk

Freshdesk propose un tableau de bord d'analytique robuste qui permet aux administrateurs et aux agents de surveiller la performance de leurs équipes, canaux, tickets et autres données pertinentes. Le chatbot Freshdesk dispose d'une fonction de recherche de saisie automatique appelée "Type ahead" qui est alimentée par Elasticsearch (un moteur d'indexation open-source).

Zendesk

Zendesk propose un tableau de bord de métriques qui fournit un résumé des données telles que le volume de tickets, le temps de réponse et la satisfaction client.

Le tableau de bord d'analytique de Zendesk est un onglet dédié à l'intérieur du chatbot Zendesk. Ces analyses incluent des données de base telles que le volume de tickets, le temps de réponse et la satisfaction client.

Messenger Bot

L'analytique de Messenger Bot vous offre un aperçu détaillé du comportement de vos utilisateurs dans Messenger :

• Combien de messages envoyez-vous par jour ?
• Quels clients répondent le plus aux demandes de service client ?
• Quel est le temps moyen qu'il leur faut pour répondre après avoir reçu un message d'un chatbot ou une demande par e-mail ?

This gives you insights into which channels work better for you and how to optimize your customer experience.

Conclusion :

The chatbot with the best analytics between Freshdesk, Zendesk, and Messenger Bot is a difficult decision to make. It comes down to what you want your chatbot to do for you. If you are looking for an all-inclusive solution that will help manage customer service through a single platform, then we would recommend both Freshdesk and Zendesk. However, if you need something simpler like just sending notifications about new customers who have signed up on your website or app then Facebook’s Messenger bot may be better suited for this task. We can’t tell which one is “the best” because different businesses have different needs but hopefully these points helped narrow the field!

eCommerce

Freshdesk

Freshdesk’s eCommerce tool is a simple yet powerful tool that helps you manage your online store. By using this, customers can purchase products and services from their website or app with just one click of a button.

They also provide powerful analytics and tracking dashboard that can be used to analyze sales, manage orders, track inventory levels, and set up customer loyalty programs.

Zendesk

Zendesk’s eCommerce tool lets merchants collect payments in multiple currencies and languages without any hassle. Merchants are also provided with an extremely robust, flexible, and scalable tool to manage their store in any way they please.

The Zendesk Marketplace has more than 1000 apps in the marketplace which can help you customize your customer service. Zendesk is also one of the most affordable customer support tools in the industry which can help you answer and handle all your queries through a chatbot without any hassle.

Messenger Bot

Messenger Bot’s eCommerce offers a lot of perks that make it a perfect choice for many businesses. Chatbots are not just ticket-dispensers anymore, they are becoming more sophisticated with every passing day and can be used to perform many tasks including customer service, sales, product promotion, etc.

It also offers a lot of features that are available for free and it’s only the premium version that comes with additional features.

Conclusion :

We’ve talked about the benefits of chatbots for eCommerce and how they can help your customer service. Now we know that each of these chatbots has some things in common and some that are different, and all three showed great potential for helping your business. We hope to have helped you determine which chatbot may work best for your eCommerce business.

Cloning and Templates

Freshdesk

Freshdesk has cloning and templates that let you clone a ticket, assign it to another agent, or use it as a template for new tickets.

Freshdesk lets users create clones of existing customers with all the same information including history (ticket replies, attachments)

Freshdesk has templates that can be used as-is or customized to suit your company’s needs.

Freshdesk lets you clone a customer to change the account name, company details, email address, and other information without affecting any of the existing tickets.

Zendesk

Zendesk does not currently have cloning or templates but they do provide agents with tools for managing their workflows including assigning tickets to others in the organization and setting up various workflow rules. Zendesk does not offer any integrations, but it offers tools that allow users to create their own integration with other platforms such as Salesforce or MailChimp.

Zendesk has a chatbot called Agent Rivet which allows agents to identify the most recent updates in customer conversations, manage their work, and provide customer service. Zendesk offers a range of business plans for teams who want to use the platform on an individual or organizational level.

Messenger Bot

Messenger Bot’s Cloning and Templates offer a useful way for businesses to create a chatbot that’s unique and customized to their company. Messenger bot offers three templates: “Chat with a customer,” “Specialist information card,” or “Web call.”

The Chat with Customer template creates an interface where users can type messages in the box at the bottom of the screen, which is like other messaging apps but with the addition of a chat interface.

The Specialist Information Card template is the most customizable, giving users the ability to input their own graphics and facts about themselves.

Users like that they can design a chatbot in Messenger Bot’s templates without any coding experience necessary.

Conclusion :

The best platform for you will depend on your company’s needs. We recommend that before making a decision, you evaluate all three platforms and consider how they can help meet your goals. You may be surprised by which one is the perfect fit! If you need assistance in determining what would work best for your business, contact us today to speak with our team of experts who are ready to support you through this process.

Optimisation

Freshdesk

Freshdesk’s Optimization feature allows you to find bottlenecks in your list of tickets and identify when customers are experiencing difficulty.

Freshdesk automatically suggests which customer will need the most attention, as well as providing insights for how to prioritize what needs fixing first.

Zendesk

Zendesk’s Optimization features are nice. They give you a list of people who have not been contacted and are the most active, which is useful for refreshing your contact lists with new contacts from time to time. Zendesk also offers analytics reports about how many tickets were created by each department or agent per week to see where some sort of improvement might be needed.

Messenger Bot

Messenger Bot’s Optimization:

• Messenger Bots can be tested before going live.
• It is possible to copy a message across channels, targeting different customers for the same notification or campaign.
• Open and Closed tickets are automatically logged in chatbot conversations with users so it doesn’t need to follow up from customer support.
• When a customer replies to a message, the chatbot logs it in response history – and any other team members can see what was said when they reply or leave comments on that thread of conversations.
• It is possible to create templates for messages with standard responses so staff doesn’t have to answer queries one by one every time.

Conclusion :

In conclusion, the chatbot with the best Optimization is Freshdesk. However, the Zendesk has a lot of good features that might be what you are looking for if optimization is not your top priority. The Messenger Bot is also worth considering because it does have some great integrations and templates to help with customer support on social media channels such as Facebook Messenger or WhatsApp.

Support

Freshdesk

Le support client de Freshdesk est disponible 24 heures sur 24, sept jours sur sept.

Freshdesk dispose de FAQ utiles et d'articles de la base de connaissances qui peuvent être utilisés pour un support en libre-service. Freshdesk propose également des tutoriels sur la façon d'utiliser les différentes fonctionnalités de son logiciel. L'équipe de support de Freshdesk comprend des gestionnaires de compte spécialisés dans des secteurs spécifiques tels que les médias et le divertissement, le commerce de détail, les services financiers, la santé, le gouvernement ou l'éducation.

Zendesk

Zendesk propose des agents de support client via chat en direct et e-mails 24 heures sur 24 avec la possibilité d'un service téléphonique pendant les heures d'ouverture. Zendesk dispose d'articles FAQ utiles qui peuvent être utilisés pour un support en libre-service sur leur site web. Zendesk propose également une base de connaissances approfondie pour les clients qui ont besoin de plus d'informations sur un produit.

L'équipe de support client de Zendesk est professionnelle et connaît bien les produits qu'elle propose. Le temps de réponse moyen aux demandes de chat en direct était de moins d'une minute, ce qui est excellent par rapport à la moyenne de cinq minutes de Freshdesk.

Messenger Bot

De nos jours, l'expérience client est primordiale pour chaque entreprise, et le Messenger Bot est un excellent outil à utiliser pour le support client. Lorsque les clients vous contactent via Messenger, ils peuvent être aidés sans avoir besoin d'un compte sur votre site web ou de télécharger un logiciel. Ils améliorent l'expérience client et renforcent votre image de marque.

Le support client est la partie la plus importante d'une entreprise, et ne pas en avoir fera fuir les clients. Avec Messenger Bot, vous pouvez obtenir une aide instantanée de leur équipe en leur envoyant des messages ou des chats en direct. Ils disposent d'une page FAQ qui aborde toutes sortes de sujets concernant votre compte, donc si quelque chose ne va pas avec vos paramètres, ils sont là pour aider.

Le Messenger Bot est un service client automatisé qui répondra à toutes vos questions ou préoccupations sans avoir besoin d'un numéro de téléphone pour votre site web. Les clients peuvent lui poser n'importe quelle question et obtenir des réponses instantanées, ce qui les rend heureux avec un meilleur support lorsqu'ils sont en contact avec vous.

Conclusion :

Chacun de ces outils de support client a ses forces et ses faiblesses, c'est pourquoi il est préférable d'en utiliser plusieurs différents. La chose la plus importante à faire lors du choix de votre outil de service client est de déterminer quel type de clients vous ciblez et le type d'interactions dont ils auraient besoin avec votre entreprise. Si vous avez des besoins plus spécifiques que d'autres, il peut être intéressant de payer pour un plan amélioré ou d'en obtenir un qui se spécialise spécifiquement dans ces fonctionnalités.

Savoir comment ces plateformes se comparent les unes aux autres est essentiel pour savoir quelle plateforme peut répondre à vos besoins commerciaux. Chaque plateforme a ses forces et ses faiblesses, et c'est à vous de décider laquelle est la meilleure.